Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk)

About TrustRadius Scoring
Score 8.3 out of 100
Jira Service Management (Jira Service Desk)


Recent Reviews

Modern and Easy to collaborate ITSM tool

May 05, 2022
Jira Service Management helps manage multiple teams to collaborate and work together efficiently. The UI is very straight forward and a …
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In depth project management tool

October 12, 2021
It is being used by the whole IT team. It helps us establish a global plan with our main projects (Epic) dissected in smaller blocs …
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IT Issues Goodbye!

July 16, 2021
Jira Service Desk is leveraged by my company for IT ticketing purposes. Jira Service Desk makes it very easy to submit a ticket to IT and …
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Jira Review

May 11, 2021
Jira is being used a tracker for our tasks. We are currently using the Agile approach in every sprint and using these service management …

Best Service I Ever Used

October 28, 2020
We are using Jira across the whole team to address all modifications in system like when there is anything we have to add in the page or …


March 16, 2020
We use Jira to track incidents and service desk tickets. We also use it for an inventory database.
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Reviewer Sentiment

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TrustRadius Best of Award, Best Of Customer Support 2021
TrustRadius Best of Award, Best Of Feature Set 2021
TrustRadius Award Top Rated 2020
TrustRadius Award Top Rated 2019

Popular Features

View all 13 features

Organize and prioritize service tickets (78)


Service-level management (71)


Change requests repository (67)


Self-service tools (72)


Reviewer Pros & Cons

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Video Reviews

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per month



per agent/per month



per agent/per month

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.atlassian.com/software/jira…


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Features Scorecard

Incident and problem management


ITSM asset management


Change management


Product Details

What is Jira Service Management (Jira Service Desk)?

Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users can connect service desk tickets to Jira Software issues and get to the root cause of problems before they escalate.

Jira Service Management (Jira Service Desk) Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Self-service tools
  • Supported: ITSM collaboration and documentation
  • Supported: ITSM reports and dashboards

Change management Features

  • Supported: Change requests repository
  • Supported: Service-level management

Additional Features

  • Supported: Custom reporting
  • Supported: Self-service Help Center
  • Supported: Automation rules
  • Supported: ITIL-certified
  • Supported: Email support
  • Supported: Pre-built workflows
  • Supported: SLA's
  • Supported: CSAT reporting
  • Supported: Asset management integration

Jira Service Management (Jira Service Desk) Screenshots

Drive IT best practices with ITIL-ready templates. Get everything your IT teams need out of the box for service request, incident, problem, and change management.Get an ITIL certified service desk. Everything your IT teams need out-of-the-box for service request, incident, problem, and change management. Jira Service Desk is PinkVERIFY™ certified.Deliver a better service experience. Customers or employees can submit requests with an easy-to-use help center and add Confluence to Jira Service Desk to get an integrated knowledge base. Machine learning intelligently recommends the right service and learns from every interaction, so answers are easy to find.Stay in the loop with developers. y linking Jira Service Desk with Jira Software, IT and developer teams can collaborate on one platform to fix incidents faster and push changes with confidence.Deliver on SLA's. Nail your Service Level Agreements, every time. Your agents get a simple queue so they get the important things done first. Configure and get going in minutes.Automate those repetitive tasks. Is your team stuck in gear with repetitive tasks or missing priority requests? Setup automations so your agents can focus on solving the important stuff and help lighten the workload.Gain complete control over your assets. Connect your favorite asset management tool to reference, track, and tie requests with assets directly from Jira Service Desk. Provide end-to-end service with just a few clicks.

Jira Service Management (Jira Service Desk) Video

Jira Service Management (Jira Service Desk) Competitors

Jira Service Management (Jira Service Desk) Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported LanguagesEnglish, French, Spanish, German, Portuguese (Brazil), Portuguese (Portugal), Russian, Korean, Japanese, Norwegian, Polish, Chinese, Czech, Danish, Dutch, Estonian, Finnish, Hungarian, Icelandic, Romanian, Slovak, Swedish, Vietnamese


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Frequently Asked Questions

What is Jira Service Management (Jira Service Desk)'s best feature?

Reviewers rate Organize and prioritize service tickets highest, with a score of 9.1.

Who uses Jira Service Management (Jira Service Desk)?

The most common users of Jira Service Management (Jira Service Desk) are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.

Reviews and Ratings




(1-25 of 79)
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Chris Guru | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Project Visibility (Dashboard, Detailed Insights, Reporting, etc)
  • Customization & Integrations options are really good
  • Multiple teams involved can be collaborated pretty well
  • Creating Stories/Issues, Tracking, Assigning, etc are easy one
  • Security stuff's are good.
  • Efficiently Integrated most of the Agile Methodologies
  • The Feedback or Communication the the team member/Individual options much needed as the only they are one able to see those and not everyone.
  • I feel sometime some important information's that's need to be highlighted will go unnoticed with lot of general info's entries.
  • The mobile App version of Jira not the great one at the moment
  • The upload file size could have been more.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
  • Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
  • Allow multiple different entry points and work flows for as many different needs your teams / company have
  • Simplicity in configuration for simple use cases / work flows
  • Out of box reports
Matthew Smith | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Customizability.
  • Reporting.
  • Easy to use for users.
  • It's a little difficult in terms configuration- you should have someone dedicated to administration.
  • For as customizable as it is, there are some things you can't change. These small issues that don't really effect an individual ticket too much, but when you are dealing with dozens and dozens of tickets a day, small granular things add up.
  • A suggestion for improvement would be to allow a hotkey entry for quickly submitting a comment. You can do that for an internal comment (not seen by the user), but not for a public comment.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Allows field personnel to create their own tickets without having to call in to the help desk
  • Allows us to easily send updates to requesting parties.
  • Easy to transfer ownership of the ticket to other staff.
  • Easy to use with other Atlassian products.
  • The search function is REALLY bad! We had to come up with a formulaic filter to search by a certain field and if that field is not filled out on a ticket, it doesn't find it.
  • You have to completely enter a ticket before you close the ticket, even if you resolve the issue right away.
  • The entry process is tedious so it is hard to enter information on a ticket while you are talking to a customer on the phone.
  • No Integrated Knowledge base
  • No customer access through social media channels
  • No on-the-fly field changes allowed by staff
Pardeep Singh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Easy to track your workload on different parameters.
  • Very easy to assign task to there respective developer or worker.
  • You can also able to create user story and documentation for task.
  • You can attach documents and comment towards the task.
  • You can divide task into multiple sprints and can easy manage the workforce.
  • I don’t find any major issue with Jira Service Management.
  • They could increase the maximum size of attachment files.
  • Otherwise, it’s all good.
May 11, 2021

Jira Review

Queennie Jhoy Ventura | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Organized way of assigning tasks.
  • Straightforward UI
  • No downtime so far.
  • Easier way of maneuvering the tasks.
  • There are hidden features which is kind of not seen in the UI.
  • Notifications can be synced in the email like having less than X hours left in the task assigned.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • You can create your own Dashboard and filters using JIRA.
  • You can link multiple related tickets to JIRA.
  • JIRA has its own customer portal so you can easily see the PR tickets created offline and can address it ASAP.
  • Sometimes JIRA is slow to load.
  • JIRA doesn't work well in IE.
  • I can't think of any other area for improvement to be honest. JIRA works as designed.
March 16, 2020


Score 6 out of 10
Vetted Review
Verified User
Review Source
  • It keeps track of all of your inventory.
  • Easy to update statuses of items in inventory.
  • Initially it is hard to use because you don’t know what you are doing. There is a slight learning curve.
Score 6 out of 10
Vetted Review
Verified User
Review Source
  • Big Gantt chart on the dashboard lets you see a project's status, tasks, and progress easily. Dashboards are easily customizable with lots of options.
  • Very easy to create service request templates and modify existing built-in templates to fit your needs.
  • Not a lot of online help available to get going
  • Needs Confluence (additional cost) to be able to add a knowledge base
Glenn Burnside | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Easy Requests for Work
  • Streamlined progress updates and requests for more information.
  • Creating new Request Types is time-consuming and usually requires expert intervention from our IT team for everybody's desk instances.
  • When work items are incomplete for long periods, nothing triggers extra alerts or notifications to management without them polling for it.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Easy to use! That's half of the success.
  • Integration with Confluence is a great feature, allowing us to merge tickets with knowledge base. Very useful by software development or when you aim at first-call resolution of user or client requests
  • Further integration with tools such as Enterprise Architect would be nice.
  • Maybe a free to use limited license would be nice for small projects/teams.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Track tickets for IT help desk, customer service inquiries, engineering software code changes, HR related tickets and more.
  • Drive accountability by having clear due dates and ownership across the company.
  • More updated/user friendly-user interface.
  • Better integration with other company software.
December 13, 2019

Jira in our workplace

Elman Martinez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Bug Reporting is detailed and useful, easy to report and easy to keep track.
  • Integration with other apps for a better workflow.
  • Too many open requests can make the tool work slow.
  • You will need to invest some time to know every feature and to master the use of it.
December 12, 2019

PM like a boss

Score 7 out of 10
Vetted Review
Verified User
Review Source
  • The Kanban Board is very clear
  • The ticketing system works really well, notifications are useful.
  • It's a bit pricey
  • Needs to have more integration with Slack and other softwares